on 12/11/19 I ordered a phone online for in store pickup. After MUCH round and round, verizon said I never picked up the phone, but the store said they never received the order. (I tried to explain to CS that I can't pick up a phone that the store tells me they don't have) After many chats and attempted phone calls, I was assured several times that the order was indeed cancelled. However, I am still showing that I can't upgrade until 2012 as if I DID purchase a new phone. I just want to get my account correct so I can actually order a phone. When I call I get put on hold for longer than my break at work lasts. When I chat, they assure me it is being taken care of. I give it a few days, no change. Beyond frustrating! Been a long time verizon customer but this current cutomer service experience is making me re-think that. What else can I do? This is taking up way too much time.
If I based my overall experience on chat support alone, I'd have left for TMobile.
What you do is call on a day you have the time for a CS agent to cancel the order. Their supervisor will do this and remove the agreement + change upgrade date to same day. Long hold times and supervisor availability is the downside to this, but at least it will be done unlike being lied to by chat.